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Telecoms IQ - Putting the Customer at the Core of Billing Transformation: The Verizon Story

[March 10, 2017]

Telecoms IQ - Putting the Customer at the Core of Billing Transformation: The Verizon Story

LONDON, March 10, 2017 /PRNewswire/ --

Telecoms IQ recently caught up with Sanjeev Jain, Director - Enterprise Billing and Agile Transformation at Verizon Business about the journey that one of the largest telecommunications companies on Earth has taken with regards to consolidating their billing systems, and what others should learn from their experience. Download the interview here http://bit.ly/2mmyUnz

Verizon decided to consolidate their systems to improve the experience that they give to their customers. Verizon embarked on a transformation of their 51 on billing platforms in to just one where most of the business is run from. Sanjeev explains the key to doing the transformation was keeping the customer at the heart of it. It's not a financial transformation, it's not a billing transformation, this is about a transformation of the experience that we wanted to give to our customers". The way Verizon consolidated their systems was very simple and followed that of the Airline industry.

Sanjeev mentions in the interview how he would like to achieve real digital transformation "We like to take a lot of the experiences that we have with our customers away from our customers. That's really where we put our digital experience. So, imagine what the billing experience is, the same thing about the quoting experience, and the same thing about the contracting experience. We want to make those experiences disappear."

One of the products of real digital transformation is using the right data behind customer relations to identify new revenue streams, Sanjeev explains how huge this is, especially for people sitting on billing data, "The predictive analysis is a gold mine" He outlines when we put billing at the front of our process, this is what gives the full view of the future for when you are next launching a product, the history outlines what you should do next.

Sanjeev will be talking at this year's Billing Transformation for Telecoms forum on 26-27 April in London.